I have a similar issue to this one, where the Time to Respond SLA is configured to stop on "Comment: For Customers" but sometimes it does not stop but most of the time it does stop.
I am the assignee and a customer is the Reporter. Also, other customers and coworkers are the Request Participants.
When I comment "Share with Customer" it is not stopping the Time to First Response timer.
Any ideas what other JIRA "subtleties" may be causing this?
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